Job Description
Remote Full-time Not specified Customer Support
Position Summary
The Manager, Cloud Infrastructure Support is responsible for leading a team of Cloud Administrators and Cloud Engineers delivering Day 2 managed services across public cloud platforms. This role provides operational leadership, workforce management, customer escalation support, performance coaching, and continuous improvement initiatives to ensure exceptional service delivery, customer satisfaction, and operational efficiency. The manager is accountable for team health, business performance, strategic execution, and alignment with Cloud Infrastructure Support (CIS) objectives.
Location: Mexico City, Mexico – Remote work from home.
Key Responsibilities
- Lead a team of Cloud Administrators and Cloud Engineers providing 24×7 public cloud support services.
- Ensure adherence to service level objectives (SLOs), service level agreements (SLAs), quality standards, and operational processes.
- Monitor ticket queues, workload distribution, support coverage, backlog health, and customer impact.




- Drive rapid response and resolution of customer escalations, major incidents, and business-critical events.
- Coordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents.
- Recruit, onboard, develop, and retain high-performing technical talent.
- Conduct regular one‐on‐one meetings, coaching sessions, goal reviews, and performance discussions.
- Mentor team members on technical, operational, and customer‐facing competencies.
- Foster a culture of accountability, collaboration, customer obsession, and continuous learning.
- Support employee career growth and succession planning.

Service Delivery & Customer Success
- Ensure exceptional customer experiences through proactive operations and effective issue resolution.
- Partner with customer‐facing stakeholders to support strategic accounts and address service concerns.
- Review customer trends, se

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